Description:
A Technical Support Specialist role at OpenText is more than just a job, it's an opportunity to impact lives. As a key contributor, you'll be instrumental in constructing cutting-edge information management solutions that contribute to making our customers wildly successful by providing an end-to-end technical support experience of the highest quality on OpenText products. Addressing a customer’s concern is not only technical, but also an opportunity to build on, and strengthen, our relationships and partnerships with our customers.
This position requires strong technical and problem-solving skills
What The Role Offers
- You are excited to work with customers who have OpenText solutions.
- You have exceptional written and verbal communication skills to use to represent OpenText with excellent composure and patience, while clearly documenting all interactions for multiple issues and attending status calls.
- You have focus and can express empathy to manage multiple customer cases simultaneously, ensuring accurate documentation, timely updates, and adherence to SLAs.
- You are familiar with isolating, reproducing, and analyzing complex or escalated issues through to resolution, either through direct ownership or with assistance from an expert, depending on complexity and severity
- You can act as the key point of contact while collaborating with other cross-product or cross-functional teams such as development to ensure software defects and customer-requested features are documented and followed through to resolution as necessary
- You can objectively document and review processes, best practices, white papers, etc. for both internal and external consumption
- You feel comfortable providing after-hours or on-call support if required
What You Need To Succeed
- 3-5 years of experience working within a technical support environment
- University degree or college diploma within a related discipline or equivalent work experience
- Strong desire to provide exceptional customer support
- Demonstrated ability to multi-task and prioritize work effectively
- Strong attention to detail and the ability to grasp concepts quickly with a thirst for knowledge
- Positive attitude, patience, understanding, dedication, and commitment
- Solid foundation working with Linux, with Microsoft Windows experience being an asset
- Knowledge of web servers such as Tomcat or Microsoft Internet Information Services (IIS) being an asset
- Experience working with relational databases such as Microsoft SQL Server, with Oracle experience being an asset
- Knowledge of mail servers used with Linux or Windows.